Personal Effectiveness Programme –
PEP up Your Life!
We work on the person first and help them to improve their personal effectiveness. This involves working on: mindset, language, attitude, communication, key positive behaviours, self-esteem, confidence, resilience and motivation. Most importantly, we help them develop the skills they need to succeed. We use specific profiling tools which help individuals become more self-aware and this is what enables self-management of their learning; empowering them to create their own
Growth Mindset Model to build resilience
Problem Solving Activities
Recognising your Positive Qualities and Attributes to build confidence
Real Life Inspirational DVDs and speakers
Team Building – Using Team Roles
(3 week programme for 8-10 participants )
General Employability/Hospitality SBWA
This programme incorporates skills and personal attributes such as: motivation, confidence, positive attitude, resilience, creativity and initiative. The programme clearly identifies which sets of skills and attributes are to be developed and why.
The programme helps to promote participants self-awareness, particularly in the skills and attributes they need to develop. We do this by continually reinforcing their importance, encouraging participants to reflect on the skills they are building.
We enable participants to recognise that employability skills develop over time, and that they have the ultimate responsibility for this progression. We include research activities and Employer Partnership Working to support them on this journey.
We promote an understanding of transferable skills, helping participants achieve employability in their chosen industry. Two weeks are spent in training and four weeks are spent in a work placement/hotel.
(Six-week programme for 8-10 participants – Achievements: SQA Employability Award, SQA Skills for Customer Care and one other Award e.g. REHIS Food and Hygiene, Intro to Health & Safety, Manual Handling or Emergency First Aid.
Guaranteed Job Interview, Hospitality Academy Considered for any current vacancies in the hotel and 3 months case management is also included in this programme.)
Customer Connection Programme
This programme concentrates on the skills and knowledge to deliver excellent customer service, including Positive Qualities 5 Star Customer Service Framework. We look at areas such as: positive language, taking ownership, being of service, and how to develop a customer service mindset.
The programme demonstrates how to take a proactive approach to connect with customers, which means that the customer feels valued throughout the interaction. The result is a customer experience where the individual actively listens, takes ownership of the customer, offers a positive outcome and ensures the customer understands and is satisfied with the outcome before the interaction completes.
This programme also means that providing great customer service becomes competitive, with rewards in the form of more positive feedback from customers. This facilitates an enhanced customer experience and increased customer satisfaction.
The Customer Connection Programme:
- Creates a customer service experience that provides customers with a lasting, memorable and positive impression of your company. We encourage the development of a ‘Service Mindset’ and build teamwork to engage employees and encourage a value-driven environment.
- Enhances employees soft skills.
- Creates a professional approach that customers respond to and then recommend to others.
- Introduces a simple behaviour model that will enable participants to identify some key communication styles in customers and colleagues. This enables them to modify their own behaviour to achieve better relationships.
- Introduces them to the different customer types so they can adapt their approach to suit the different types of customer to match the service delivered to the defined Customer Offer and give them a greater chance of success.
Comments we hear at the end of training:
“I’m a different person now”
“I’ve found out so much about me”
“I now know I can achieve things I felt were never possible before”
“I’m a strategist and I didn’t know I was!”
“I can be myself in front of others now and it’s fine”
“I’m responsible for my own actions”